Exclusively serving the IT, business process, and engineering services market
First and foremost, it’s the integrated power of our strategic problem-solving skills, deep functional expertise, services experience, and original research. No other firm has it
We serve all members of the global services community - enterprises and their Global In-house Centers / Shared Services Centers, IT executives, strategic sourcing executives, service providers, and service enablers - providing the fact- and experience-based insights you need to make your most important decisions
Our strategic consulting and sourcing advisory capabilities provide insights and expertise across the strategy, execution, and optimization needs of our clients
We deliver powerful, integrated, fact-based published research, backed by custom decision-support analysis, to help our clients find solutions to their most difficult business problems
MORE ON RESEARCH
Market Insights
IVAs can act as a unified user interface layer for multiple disparate systems that have distinct backends and enable them to work together
Spend on third-party services is huge and growing, bringing attention to the need for better spend management capability.
Blog
The contact center industry is changing considerably due to technology enablement. Contact center automation is rapidly becoming a priority as centers increasingly embrace technologies such as artificial intelligence (AI), chatbots, robotic process automation (RPA), and robotic desktop automation (RDA) to handle customer interactions on rote queries like account balances, package tracking, and reservation confirmations.
Is data really the new oil fueling digital transformation? Absolutely. A company’s ability to make fast-paced, meaningful decisions in a volatile business environment is key to competitive differentiation. Indeed, industry leading enterprises are using data and analytics to adapt to dynamic market conditions, drive continuous innovation, and accelerate the speed of doing business.
Consulting Thought Leadership
10% of Organizations Are Transformation Ready. Are You?
Why infrastructure transformation is critical
Reject the RPA Myths, Embrace the Potential
Ready or not, it's here: time for a strategy
News
Artificial Intelligence (AI) is spawning the next largest divide and latecomers must beware. As science fiction author William Gibson so eloquently put it, “The future is already here – it’s just not evenly distributed.”
AI is undoubtedly the big story of this decade and the next. Organizations everywhere are enchanted with the notion of using AI to improve everything from customer experience to identifying new market opportunities.
Peter Bendor-Samuel said the progress claims made in outcome-based pricing by BPM firms are often exaggerated, as the contracts are difficult to negotiate and often leave one of the parties feeling like they have been taken advantage of.
Events
Everest Group leaders and experts will be in attendance at our booth, and Everest Group will host an interactive round table session during the event. More details will be added soon around attendees and booth space location.
Research VP Shirley Hung will be a featured presenter at the SIG Western Regional Event held on May 16 in Washington. Shirley will discuss the latest research and data from Everest Group in a presentation titled “Everything Sourcing Leaders Need to Know about Customer Experience Outsourcing in 2019”
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